Executive Development Programme in Service Improvement Metrics
-- viewing nowThe Executive Development Programme in Service Improvement Metrics is a certificate course designed to empower professionals with the essential skills needed to excel in the modern service industry. This programme emphasizes the importance of data-driven decision making and service improvement metrics, making it highly relevant in today's data-centric world.
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Course Details
• Service Improvement Metrics Overview
• Importance of Key Performance Indicators (KPIs) in Service Management
• Common Service Improvement Metrics: Response Time, Resolution Time, First Contact Resolution Rate
• Customer Satisfaction Surveys and Net Promoter Score (NPS)
• Service Level Agreement (SLA) Management and Metrics
• Balanced Scorecard and Service Improvement Dashboard
• Data Analysis Techniques for Service Improvement Metrics
• Continual Service Improvement (CSI) and the ITIL Framework
• Using Metrics to Drive Cultural Change in Service Organizations
Career Path
Entry Requirements
- Basic understanding of the subject matter
- Proficiency in English language
- Computer and internet access
- Basic computer skills
- Dedication to complete the course
No prior formal qualifications required. Course designed for accessibility.
Course Status
This course provides practical knowledge and skills for professional development. It is:
- Not accredited by a recognized body
- Not regulated by an authorized institution
- Complementary to formal qualifications
You'll receive a certificate of completion upon successfully finishing the course.
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